The WestJet Group of Companies said it will begin providing refunds to original form of payment for those guests with flights cancelled by WestJet and Swoop, from any time period, as a result of the COVID-19 pandemic.
Beginning Mon., Nov. 2, 2020, WestJet will systematically contact eligible guests, beginning with those with flights cancelled at the onset of the pandemic.
The refund process is expected to take six to nine months to work through eligible requests.
Ed Sims, WestJet president and CEO, said: “We are an airline that has built its reputation on putting people first. We have heard loud and clear from the travelling public that in this COVID world they are looking for reassurance on two fronts: the safest possible travel environment; and refunds. We have been delivering on a safe environment through our Safety Above All program since the onset of the pandemic and as of Mon., Nov. 2, we will proactively provide refunds to original form of payment to itineraries cancelled by WestJet and Swoop.”
Sims continued: “It has been incredibly disheartening for anyone working here at one of Canada’s most beloved brands not to be able to demonstrate that we have our guests at the heart of every decision. Through the efforts of thousands of WestJetters, we are confident that we can now begin providing refunds proactively. We are the first national airline in Canada to do so.”
Sims offers additional details on a blog at https://blog.westjet.com/its-about-time/ .
Effective Mon., Nov. 2, 2020 guests eligible for a refund to original form of payment will be proactively contacted by WestJet, beginning with those flights cancelled by the airline at the start of the pandemic. WestJet expects there will be an administrative backlog and asks for guests to wait to be contacted as we work through requests as quickly as possible.
WestJet advises that:
- Eligible guests will be contacted by WestJet beginning Monday, November 2, 2020.
- Eligible guests will be contacted in chronological order of cancellation, beginning with those flights cancelled in March 2020 at the outset of the pandemic.
- We ask guests to wait until they are contacted by WestJet in order to not overload the Contact Centre.
- WestJet Vacations guests will continue to follow the process already established.
Go to www.westjet.com/refund for more.